Altitude uci Unified Customer Interaction

Transcription

1 Altitude uci Unified Customer Interaction Altitude Software delivers a modular solution that unifies all touch points throughout the organization, Altitude uci. The acronym uci derives from Unified Customer Interaction, a concept introduced by Altitude Software in Altitude offers solutions for every type of contact center including Customer Service, Action Request Systems, Telemarketing, Debt Collection and Banking Services. Contact center managers can focus on key goals by monitoring in real time operations and business outcomes, taking immediate actions to improve productivity and results. More than 1100 companies worldwide use Altitude uci to optimize communication with customers, reduce operating costs and boost productivity. About Altitude Software Altitude Software is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993.With about 1100 customers in 80 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 50+ industry awards and it has been included by Gartner in the industry Magic Quadrants since Altitude Software. All rights reserved. The information provided is subject to change without notice. This information is believed to be accurate but is presented without express or implied warranty. For availability information please contact your local representative. info@altitude.com Bogota Brussels Buenos Aires Chicago Dubai Düsseldorf Lisbon London Madrid Manila New Delhi Mexico City Orebro Paris São Paulo Toronto

2 Foreword Altitude uci - Unified Customer Interaction As contacts centers today are mainly providing customer service and technical customer service, it is pivotal that contact center solutions extend their offer to include tools to help companies focus on this reality. Balancing cost and quality is the daily challenge of customer service. Both vectors have multiple dimensions from which turning cost into revenue and turning contacts into cases are indeed two that have been pointed out as part of the main trends. Turning cost into revenue is being done by increasing retention, cross-sell and upsell, while servicing a customer. It takes time and training to implement this type of strategy. Moreover, it needs the appropriate tools and solutions to allow the rapid change of product or service offers and respective argumentative scripts. Turning contacts into cases is achieved by connecting all efforts done to solve a customer issue and thus obtaining a truly universal and meaningful customer history. The ideal situation is to close the case on the first contact, thus increasing the FCR (First Call Resolution) indicator, but this is not always possible. And when it is not, then the challenge is to follow it up until problem solved and case closed, before the customer contacts again. It takes a business process management orientation to achieve this stage but moreover it needs the appropriate tools and solutions to implement processes across departments that link to the contact center. The Altitude uci suite addresses these challenges by offering a comprehensive, yet modular, solution for contact center management, including focusing on customer experience and on streamlining flows between all operational departments of the company providing the service.

3 Product Description About this document Altitude uci product description is a multifunctional paper that helps understand what the Altitude uci suite can do for your business, optimizing your contacts with customers. It is all about implementing an integrated application that single handily manages the entire customer service life cycle automating processes, leveraging on workflows, providing a consolidated and universal view of all customer history and integrating with the company s main applications. Useful information on Altitude uci capabilities and functionalities are described throughout the document. This document was prepared for Altitude uci version 8. Table of contents Foreword... 2 About this document... 3 Table of contents... 3 Altitude Software company overview... 5 Employees & Skills:... 5 Sales & Installed Base:... 5 Office Locations:... 5 Company Origins & Foundations... 5 Altitude Commitment to Customers... 6 "embrace change"... 6 "freedom of choice"... 6 peace of mind... 6 Altitude uci suite overview... 7 Architecture... 9 Platforms & Integration Communication Systems Operating Systems And Database Systems Communication Components Quality Management Workforce Managament Speech Technology Scalability and high availability Support to IP and PSTN Module by module Altitude Multimedia Altitude Voice Support to Skype Altitude Software. All rights reserved. P a g e 3

4 Altitude uci - Unified Customer Interaction Altitude Altitude Chat Altitude Social Media Facebook and Twitter Social monitoring engines Altitude uagent Altitude Dialer Campaigns Skills Contact lists Dialing modes Predictive dialing Call classification Dialing rules Monitoring and reporting Outbound using Altitude Voice Portal Compliance Do not call lists Altitude Workflow Altitude Management Portal Altitude Unified Routing Altitude Voice Portal Altitude Recorder Altitude Scripting Studio Altitude vbox Services Partnerships Customers... 60

5 Product Description Altitude Software company overview Employees & Skills: ~360 worldwide: 237 development / technical people. Sales & Installed Base: Altitude Software serves more than 1100 customers using more than licenses of all sizes in 80 countries worldwide, both directly and through a wide network of partners. Office Locations: Altitude Software has 16 Offices. Headquarters are located in Lisbon, Portugal, with offices in Dusseldorf, London, Brussels, Paris, Madrid, Orebro and Dubai. North American offices are in Toronto and Chicago. Latin America offices are located in Bogotá, Mexico City and Sao Paulo. In the Asia-Pacific region, Altitude Software has offices in India and Philippines. It also has representatives in South Africa and China. Company Origins & Foundations Altitude Software is a privately owned company founded in 1992, with headquarters in Lisbon, Portugal. The company started as a financial software company, which by large Latin American customer requests created an automated collection call system tied to telephony. That laid the foundation to create Easyphone (still the company name in France). At that time it also started a sister telemarketing company, today part of the 3rd largest group in the world. As with most players in the software industry, the company origins help to explain a lot about the uniqueness of Altitude Software: 1. Pioneer dialer software: when all dialers were proprietary, Altitude developed a software dialer. Its impressive performance, linked to Altitude Scripting Studio, awarded the company 30+ industry awards. 2. Rapid application design: from the direct experience on the initial telemarketing business, that led to a spin off, the product was designed to cope with fast pace of changes in the system. Instead of multiple systems, multiple admins, multiple languages Altitude uci is the only vendor in the market offering a single language and design tool for all contact center features managing interactions. 3. Native multivendor integration: initiating development in Europe, required the company to integrate, from the onset, with players of Altitude Software. All rights reserved. P a g e 5

6 Altitude uci - Unified Customer Interaction communications and data technology --given the national market share of each telecom gear vendor. 4. Scalability by design: starting out based on requests of large operations customers --namely in Latin America with sites of 000 of agents-- defined a scalable system architecture. Also, the volume driven nature of predictive dialer strengthened the system resilience from the baseline. Altitude Software delivers specialized consulting, education, installation, customization, and technical support through services divided in Global Professional Services and Technical Support. Altitude Commitment to Customers "embrace change" Customers know one thing for sure: there is always change, so it better be easy Altitude is known for creating innovative answers to business challenges Time to market: RAD nature of product allows fast creation and modification. "freedom of choice" True platform independence, from voice to database and OS technology Unique ability to change infrastructure without impacting business Experience shows that you design better systems once you start using them; we embed this concept in our deployments with easy change as you go. peace of mind Company always goes the extra mile for our customers Company very agile on responses to customer requests Our solution grows with the business.

7 Product Description Altitude uci suite overview Altitude uci is a full functional contact center suite that handles agent based and self-service multimedia interactions and provides solutions for simplifying workflow between the contact center and the rest of the organization. Altitude Multimedia Altitude uci suite enables organizations of any size to handle and manage calls, s, faxes, SMS/texting, chat, social media, digitized mail and face to face interactions in a full blended and geographically distributed environment. Altitude uci unified media handling interaction solution allows an outstanding customer service, since a record of all interactions is kept for follow-up or future reference. Altitude Dialer Altitude s award winning outbound dialer comprises predictive, power and preview pacing modes, with accurate call classification, that enable productivity enhancements and compliance with the most demanding telemarketing legislation. Altitude Workflow Since good customer service does not end at the contact center but extends to the whole enterprise, Altitude uci includes a module for workflow automation, Altitude Workflow, to assure quality on all customer activities across all departments and avoid loose and dead ends. Altitude Workflow brings the contact center efficiency and discipline to the overall business processes, enabling cases to solve faster and improving customer satisfaction. Altitude Software. All rights reserved. P a g e 7

8 Altitude uci - Unified Customer Interaction Altitude uagent Altitude uagent provides agents with all functionality and information needed for their activities. Functionality provided includes a softphone, an and a chat interface, access to the knowledge base and handling workflow tasks. Information includes all contact data and past history of the customer. Quick access to all the information needed to manage interactions improves agent productivity (thus decreasing costs), efficiency (thus increasing quality), and motivation since they can solve more customer issues on the fly. Altitude Management Portal Altitude uci delivers functionality for the full management of the interaction life cycle, including contact list management, interaction routing, monitoring and historical reporting. Altitude Management Portal allows managers to monitor operations and the outcome of activities in real time, taking actions to improve results. Altitude Unified Routing Altitude Unified Routing applies priorities, intelligent and skills-based routing rules to all types of activities, including workflow tasks. Altitude Unified Routing ensures that customers receive the best service from the most appropriate resource in the optimum time frame, regardless of the used media type. Altitude Voice Portal The solution includes support for full voice self-service with Altitude Voice Portal for inbound and outbound. The suite can also be integrated with 3rd party IVR systems using Altitude APIs. Altitude Recorder Altitude uci includes a transaction management product (Altitude Recorder) that can easily be integrated with other quality monitoring products on a project basis, through Altitude APIs. Altitude Scripting Studio Altitude uci offers a single, high level, development framework used to adapt the suite to customer needs. This tool, Altitude Scripting Studio, is especially tailored for contact center applications and can manage the interaction life cycle from routing, IVR, to agent desktop including screen pop and telemarketing scripts. Integration connectors Altitude uci provides out-of-the box integration with leading CRM solutions, Altitude Connectors. Altitude Integration server enables the integration of custom developed applications with Altitude uci suite.

9 Product Description Architecture The Altitude uci suite is infrastructure independent (desktops, servers and switches) and database independent. Altitude uci interoperates with TDM or VoIP switches from leading vendors. The suite also can be connected directly to the PSTN using Altitude vbox, a full functional IP switch, specially designed for the contact center environment. Altitude vbox is a software based switch that runs on top of standard and low cost hardware. When deploying with an existing switch 3 scenarios are possible: 1. Connect using a CTI link for selected and certified models 2. Leverage existing investment on corporate switch and expand capacity by deploying Altitude vbox for contact center agents and keep business users on corporate switch, with the ability to transfer calls to and from business users and contact center agents. 3. Connect through IP/ISDN using nailed extensions (through AnySwitch feature of Altitude Communication Server). Altitude uci can be deployed on top of market leading servers and RDBMS using virtualization technology or directly on the operating system. Any custom development made on top of Altitude uci is platform agnostic and can easily be migrated, with zero to very low development costs, between voice switching, RDBMS and operating system providing Altitude Software customers with true technology independence. The deployment of Altitude uci is independent of geography. The suite architecture is such that it allows the deployment to be the most suited for different organization needs. Deployment modes include full in-house, distributed in-house (clear Altitude Software. All rights reserved. P a g e 9

10 Altitude uci - Unified Customer Interaction separation between data center and contact center), mixed in-house/outsourced, off shoring, right shoring and cloud deployments. Platforms & Integration Altitude Software partners and integrates its products with leading technology vendors in operating systems, database systems, communication systems and components, quality management, workforce management and speech technology. Altitude uci is an open platform independent solution that allows organizations to leverage existing technology investments. Altitude Software products interoperate with multiple hardware and software platforms, as shown below. Communication Systems Operating Systems And Database Systems Communication Components Quality Management Workforce Management Speech Technology Automatic Speech Recognition, Text to Speech, Natural Language Scalability and High Availability Altitude uci can be deployed on contact centers with the most demanding high availability requirements. Altitude uci and Altitude vbox can be deployed in multiple

11 Product Description redundant servers that are centrally managed so that a single node failure is compensated by other available nodes. Altitude uci can escalate cost effectively from tens to thousands of agents. Altitude vbox can be deployed in a multicore, multigateway model so that calls queued or in progress are never lost. Altitude uci and Altitude vbox can be deployed so that preventive maintenance can be done in minimal time leading to very high levels of overall system availability. Support to IP and PSTN Altitude Voice provides support to native IP switches and leading PBXs and ACDs through CTI. The architecture of the Altitude uci solution provides the ideal switch abstraction. It isolates the switch interface from the business application. Once the business application is developed, the telephony platform may be replaced without redoing the application. This represents investment protection and shorter time to implement new systems. Altitude Voice ensures that all relevant information follows a customer through the entire call life cycle. Voice and data transferences are available to and from the Altitude Voice Portal. Call transfers can also be done to and from third-party IVRs. Altitude Software. All rights reserved. P a g e 11

12 Module by module Altitude uci - Unified Customer Interaction Altitude uci is modular, meaning that you only use and learn the functionality that you actually need. Altitude Multimedia Altitude Multimedia intelligently integrates all communications into a single queue and uses the same business logic to route interactions to the right agent. The agent receives complete customer information. The solution can also be used in proactive contact, reaching out customers via rich-media channels, outbound voice, and proactive chat sessions that help turn Web visitors into buyers. The solution breaks the departmental silos giving every user full visibility on customer interactions across the different channels. Customers use their contact channel media of choice and interactions are handled by the appropriate self or assisted agent from the contact center front or back-office. Services and campaigns may be multimedia and therefore agents can alternate between different media interactions. This feature allows for agents to maximize their productivity while waiting for a call by taking or other non-real time interaction. Altitude Unified Routing routes multimedia interactions to a unified queue, and it may use intelligent routing, including agent skills to decide upon. The integrated agent desktop handles all type of interactions. Interactions are distributed to agents automatically or, if they are not real time, may be picked-up. Also available at the agentdesktop, in the very same queue as other interactions, are

13 Product Description tasks that need attention. These tasks are generated by Altitude Workflow and may include back-office activities or follow-ups to customers in response to open cases. The fact that all media channels are managed in a unified and integrated way, and the availability of tasks created by workflow processes, enable agents to handle customer cases avoiding broken flows and dead ends. Customer service processes may be matched into workflow processes that flow between the various teams, from front and back-office to other departments in the organization. Altitude Management Portal manages and monitors all media channels with specific operational actions and business indicators that are media related. Multimedia services and campaigns allow for the easy definition, monitoring and controlling of KPIs to classify customer cases as a whole, instead of a set of segments according to interactions and tasks involved. Highlights Wide range of interaction types such as calls, s, faxes, SMS/texting, instant messaging / chat, social media, digitized mail and face to face. Unified routing, allowing interaction distribution based on previous customer experience, regardless of the media being used. Unified queue, allowing interaction blending and maximizing agent productivity. Pick-up, allowing agents to pick-up non-real time interactions when they are not engaged. Real time monitoring of the standard and defined operational and business KPIs. Altitude uci gathers all interactions, regardless of the channel, in a unified, blended queue. It then delivers the interactions according to priorities and agent skills, ensuring that all interactions receive the right level of service from the most appropriate agent in the optimum time frame. Altitude uci enables contact centers to offer the same consistent service levels, regardless of the media channel used by the customers. Altitude Voice A phone call is still the preferred method of contact for the majority of people. In fact, in customer service, what annoys people the most is precisely not having a phone number to contact. Consequently, the ability to excel in handling voice is of the utmost importance at the contact center. Altitude Voice manages all incoming and outgoing calls, handled by assisted or automatic agents, independently or in a blended environment, resulting in significant Altitude Software. All rights reserved. P a g e 13

14 Altitude uci - Unified Customer Interaction productivity improvements. This blended capability operates seamlessly, allowing agents to switch between inbound and outbound calls quickly and easily. Altitude Unified Routing is used to route all calls, allowing connected calls to be delivered to the best available agent, based on the following: data collected by the IVR, customer data, stored on a database, such as previous customer experience, business rules and priorities, available agents and skills, service levels, and real time statistics. Routing strategies can be customized on the spot for adapting to traffic, operational, or business conditions. An IVR may be used to help call routing by gathering additional information from the customer and previous experience, or placing outbound calls for confirmation or survey purposes. IVR also addresses peak inbound call volumes, as it provides customers with the option of being called back. This eliminates the chance of customers getting frustrated if they have to wait for their call to be answered. Transferring calls to an IVR is also a good feature to implement security checks, such as PIN input and confirmation. Altitude Voice ensures that all relevant information follows a customer throughout the entire call life cycle, including popping a screen to the agent and transferring or conferencing the call to another agent or supervisor. Altitude uagent automatically displays a screen with business and customer information, a guiding script, and the full customer history enabling agents to have a customized conversation with customers, reducing training time.

15 Product Description Agent interface displays customer history and dialog scripts to support the call. Outbound calls may be placed massively in a campaign or may be placed ad-hoc by the agent to call back a customer. Either way the dialing is automatic to maximize the time agents spend on the phone. Web call-backs are also available and may be prioritized to offer a quick answer to customers that are browsing the company s website. Voice calls may be recorded for quality, security or training purposes, according to the strategies defined or at any time, as defined by supervisors. Highlights Inbound, outbound and blending Preview, power and predictive dialing modes Web call-back Unified routing with all media interactions Integrated with IVR functionality for inbound and outbound Voice and data integration for complete information about the call life cycle Screen-pop, consult, transference, conference operations available at the agent desktop. Support to Skype Skype calls are also managed by Altitude uci with the full functionality as regular voice calls. Altitude Software. All rights reserved. P a g e 15

16 Altitude uci - Unified Customer Interaction The interoperability with Skype allows Altitude customers to gain access to millions of Skype users by adding Skype as a new media channel to their Altitude uci platform in the contact center. The ease, simplicity and cost of dialing a company center using a skype Id, from any Skype client, will surely attract many users. Enterprises can use the new functionality to set up a single "global toll free" service and provide managed support to customers calling via Skype, thus reducing costs while delivering the same service level. The possibility to route and manage Skype calls at the contact center will appeal to a number of organizations since they will be able to keep the same control and service level goals as for other media channels. Highlights Unified queue Plays service-specific announcements to callers Integrates with Voice Portal (self-service) Integrates with other voice platforms (VoIP, TDM) Intelligent call routing Skills-based routing Redirects to the correct service Call recording Unified management Online supervision Agent desktop

17 Product Description Altitude interactions have been increasing in customer service. Altitude enables companies to deliver an excellent service for interactions by using features such as message filtering, intelligent routing, and unified queue. Moreover, the agent desktop with access to the complete record of the customer, previous customer experience, and eventually data from other enterprise applications is also an additional reason to use this channel. is delivered to agents using push or pull with skills-based routing and priorities, enforcing contact center policies. Altitude uci completely integrates with the other interactions, unifying the service levels and business KPIs, productivity reports, and quickly identifying issues like failed service levels. Filters may be set on any field, including the body. Filters minimize spam from incoming . Out-of-the-box rules and actions include: Duplicate, matching strings, bounce, failed delivery and oversized s. Discard or overflow s. Overflow s can be done to addresses or to uci campaigns. Rules and actions may be complemented with routing capabilities to increase sophistication on customer service. Automatic replies are parameterized and may include information stored on the customer database. The agent unified desktop allows agents to handle quickly and efficiently and empowers agents to handle at their own pace, by picking up s from the queue. This feature is mostly suitable when a customer sends an and then makes a follow up call. The agent may go to the queue while on the phone with the customer, pick up the sent, and solve or dispatch the issue. During interactions agents have access to the complete customer history, as well as to an integrated knowledge base that allows agents to quickly and easily respond to customer inquiries using the templates already defined. Placeholders and fill in the blanks automatically display customer data, such as name, and agents use all the information to provide the best service. Altitude Software. All rights reserved. P a g e 17

18 Altitude uci - Unified Customer Interaction Altitude uagent: Interaction history. Consulting an . Altitude uagent has an integrated knowledge base for all media, including . Agents can search the knowledge base by keywords. authoring (plain text and HTML) and templates are supported. SMS/ texting and faxes are handled through gateways in Altitude uci and are recognized and tagged for easy identification by agents, monitoring and contact history purposes. The channel is also often used to work with fax and digitalized media. In this case the features are similar, but using the Altitude open media feature the media is classified to the agent, monitoring and analytics as ax, etc. Highlights push and pick up Messaging filters, rules and actions Personalized customer responses through templates popped up Uses the knowledge base for complete, consistent responses Unified routing with all media interactions

19 Product Description Altitude Chat No matter how well web sites are designed, customers will always need agent help at some time. Web form filling and shopping cart abandonment are real concerns to organizations, in particular e-commerce sites. This suggests that there is much room for improvement and help to customers may be provided in several ways, among which chat and web call-back are very popular. Human assistance is imperative to train customers in self-service and show them how to resolve problems. This allows organizations to reduce service support costs in the long term and increase customer loyalty. Altitude uagent: enhanced instant messaging support Altitude Chat enables companies to promptly respond to their customer requests while they are browsing for products or services in the website. This feature not only services end customers but also helps them to connect emotionally with the company and to cultivate the image that the company is user friendly and customer oriented. Chat interactions are integrated in Altitude uci unified queue and follows the same business rules that are applied to all other channels. They are handled as real time interactions and agents may deal with several chat interactions at the same time. If the chat gathers information about the customer agents have access to the gathered customer data, allowing a personalized service. Agents can also benefit from the knowledge base and quick text articles to improve their efficiency. Altitude Chat supports text messaging and file transference. Altitude uci keeps exchanged information as part of the customer contact history and available to any other interaction. A chat request is also a great opportunity to gather valuable information about customers, by offering them a place to input their telephone number, home or Altitude Software. All rights reserved. P a g e 19

20 Altitude uci - Unified Customer Interaction address. This information can them be used to send additional product or service information and money-saving offers to these customers. Highlights Out-of-the-box connector for web sites with or without form Multiple chat sessions per agent Chat session transfer and conference File transfer between parties Uses the knowledge base for complete responses Unified routing with all media interactions Altitude Social Media Product or service reviews and all sorts of company related information are shared, posted, commented and discussed over the internet in real time and in most cases pertinent information is never seen by the company itself. Companies, especially B2C, are beginning to use social networks to listen to their customers in a structured way. And many consumers already expect that their posts on social networks are handled by organizations as service requests. Contact centers are the obvious response to this demand, since they are already organized to receive and handle customer requests, suggestions or complaints and thus the impact on needed human resources is minimal. Altitude Social Media allows companies to blend information received from social platforms, create new activities in a unified queue and route according to the defined business value delivering the task to the most appropriate resource. Additionally, depending on the information, a unified workflow process may be started, guaranteeing that the appropriate actions are taken and that the information provided by the customer flows and can be used to improve products and services. Interaction with online communities must be carefully prepared and executed since the impact of a wrong post may be disastrous. That is why Altitude uci combines the media channels management with a workflow specially designed for the purpose of integrating with interactions and with a knowledge base to make sure standard and edited replies and posts are given to customers. The workflow functionality allows the contact center to be the recipient of all posts and to reply or dispatch them to the suitable group in the organization, thus making sure that no customer stays without a reply, comment or feedback. Even for the negative posts.

21 Product Description Altitude Management Portal - Bring the contact center discipline and process to the new communication Medias. Facebook and Twitter Altitude uci offers direct out-of-the-box integration to Facebook and Twitter and integration framework for social monitoring engines. Facebook posts and twits on corporate pages/ accounts are captured by a special gateway within Altitude uci and distributed to agents using a routing script. The routing script can define routing policies, such as setting the required skill set and priority. The routing script can create a process case that is handled by Altitude Workflow, if a cooperative answer is required. Agents handle facebook posts and twits on Altitude uagent where they get a screen pop with available data, with a GUI similar to the one on Facebook or Twitter. If the interaction is matched with a customer, then the built-in customer history is available to the agent. If the interaction does not match a customer but matches an existing Facebook or twitter id, then the previous interactions will also show up on the customer history. Either way, a new entry in customer history is created. Agents can use Altitude Knowledge Base to get pre-defined answers if available and appropriate. Agents can delete posts, if required. Social media posts are automatically tracked and accounted for by Altitude uci online monitoring and historical reporting. There are specific built-in indicators and user defined indicators can be added. Altitude Software. All rights reserved. P a g e 21

22 Altitude uci - Unified Customer Interaction Altitude uagent Reply to a Facebook post on the company s fan page Social monitoring engines A search monitoring engine works as the company s eyes and ears on the web. The engine captures posts on myriads of different sources including blogs and social network personal pages. The search engine detects patterns on these information sources and may send notifications. Altitude uci has a framework for tapping into these notifications and handles them using Altitude Unified Routing to define adequate handling policies to your business requirements. Posts can be routed directly and immediately to agents or embedded into workflow cases for later or special treatment. Posts are delivered to agents and trigger a screen pop of relevant collected data including the link to the post, sentiment analysis done automatically by the monitoring engine and available customer identification, if any. The agents will be allowed to follow the post link to get to its source and take direct action, such as leaving an answer on a blog. Highlights Out-of-the-box integration with Facebook and Twitter Framework to tap into other social networks such as blogs Unified routing with all media interactions No need to input account credentials

23 Product Description Automatic distribution pick up Agents may handle multiple sessions Screen-pop with similar Facebook and twitter aspect and functionality Use of the knowledge base for standard and edited posts Workflow cases creation to guarantee that posts are answered Built-in contact history available for agents Special indicators for monitoring and reporting Altitude Software. All rights reserved. P a g e 23

24 Altitude uci - Unified Customer Interaction Altitude uagent Agents at the contact center are one of the most important key factors for success. They are the ones that talk to customers and solve their issues. The way customers perceive the quality of the service is indeed very much related to how agents manage customer interactions and especially whether they are capable of successfully solving customer issues. There are several aspects influencing agent capability of delivering a good service, but motivation is a pivotal one. Motivation is developed and maintained through a series of techniques that are taken very seriously in any contact center. There is nothing more frustrating for an agent than being incapable of solving customer issues. And this incapacity sometimes arises from objective reasons, such as lack of processes and procedures, but especially from lacking a good agent application where the agent can check and do all operations to solve customer problems. Altitude uagent, Altitude uci agent application for handling interactions and workflow tasks, addresses this issue congregating in a single interface all information and operations that the agent will need for delivering a high quality customer service. Altitude uagent- simple, easy to use multimedia agent desktop application. Altitude uagent allows agents choose campaigns and set themselves ready to take interactions, control the phone through a softphone, manage s and chats, handle contact and business information, check customer history, check pending activities, access the knowledge base and work on workflow tasks. Altitude uagent is used by contact center agents, working in front or back-office at home or at a point of sales. Support for remote agents is compliant with industry

25 Product Description standard security rules and the application is multilingual, allowing agents to interact in their language of choice or the language defined in their regional settings. Altitude uagent is available in thin and thick environments and offers two scripting options: default and smart. The default option is the out-of-the-box interface for handling campaigns and the smart option allows the design of campaign scripts using Altitude Scripting Studio or other environment, such as.net. Scripts designed with Altitude Scripting Studio are the same in windows and web environments, avoiding any duplicate programming costs or migration costs in case of a platform change. uagent thick client can be centrally managed using Microsoft click-once technology, that helps IT managers manage thousands of user workstations. Scripts developed with Altitude Scripting Studio may be sophisticated applications that besides presenting a rich GUI for agents may access data or functionality from 3rd party applications and databases. They can be multiscreen or arranged in a step by step script that guides the agent through the interaction, increasing agent productivity and minimizing agent training time and operation errors. Altitude uagent- Supports scripting and fast customizations Altitude uci is a SOA allowing third party agent interfaces by using Altitude uci Connectors or Altitude uagent SDK. These tools export all Altitude uagent functionality, enabling the 3rd party application to give the desired control to agents. This option is most suitable for cases where there is an already developed application to handle the service provided at the contact center. Altitude uci has out-of-the-box connectors for: SAP Altitude Software. All rights reserved. P a g e 25

26 Altitude uci - Unified Customer Interaction Oracle Siebel MS CRM Salesforce.com IEX Altitude uagent SDK allows any application to control all activity for agents. Altitude uagent is a tool that contributes for balancing two main forces in any customer service: cost and quality. Cost Quality Training time is reduced by using a single unified working environment with common usability, thus avoiding moving between different applications Efficiency is achieved by having agents more flexible to handle more activities, including blended activities, thus decreasing idle time FCR ratios are higher by leveraging the knowledge base and workflow processes, making the number of contacts per customer lower Deployment time of the agent interface can be reduced by integrating existing intranets and other information/ knowledge repositories Agents have all information of the interaction at the tip of their fingers, including all information regarding customer previous experience, allowing them to solve customer issues faster and effectively FCR and case close ratios increase due to empowered agents Beginner agents are up to speed relatively soon due to the fast learning curve originated by having suitable guidance throughout the interaction with the customer. Agents get more motivated by having the information and tools necessary at their disposal and thus customers receive a better customer service Altitude uagent gathers in a single interface all the functionality that agents need to perform their work at the contact center. Altitude uagent main features include: Contact center, campaigns and sessions Agents log in with a user, password, and an extension if the agents handles calls Messages of the day are categorized in: personal, team, and contact center and are available in the messages panel

27 Product Description Campaigns available for the agent to open and set ready are listed in the campaign panel An ask for help feature is available Details about the current sessions are available Commands enable agents to perform telephony operations such as hold, retrieve, extend, transfer, conference, dial, hang up, send tone Data regarding the interaction travels with voice Schedule a new call is available Start and stop recording are available for voice and screen Alert on a new interaction An edit interface is provided with standard characteristics such as: including formatted text, images, tables and hyperlinks in the body, spell check, attachments, reply, forward and send Automatic distribution of s or pick up from queue transfer, completion LDAP for address search and completion templates Articles and FAQ available to copy from the knowledge base pick up from pending activities is available Chat / Instant Messaging Workflow tasks Contact Alert on a new chat interaction Multiple chat sessions are available. A session slider enables agents to view all sessions open, their duration and the time since thelast reply Standard chat operations such as: connect, disconnect, extend, retrieve, transfer, conference are available and data gathered is shared Chat between agents and supervisors Access to knowledge base for articles and FAQ is available Alert on a new task delivery Task pick up from pending activities is available A contact profile, with a complete set of attributes is available and categorized in: personal info, / IM, phone and fax, addresses, job info, business fields Altitude Software. All rights reserved. P a g e 27

28 Altitude uci - Unified Customer Interaction Script & outcomes Knowledge base Pending activities, such as outbound calls, s and tasks are available for agent pick up A contact browser is available for performing searches to contacts. An advanced search is provided for defining values for attributes. In the event the calling party is not automatically identified this is the tool agents will use for that purpose A contact history with all activities (interactions and tasks) held with the contact is available to the agent. Details of each activity, such as s exchanged are also provided. Screen pop of a script: developed with Altitude Scripting Studio or other development environment Inclusion of an existing intranet on the script of the agent Custom outcomes /disposition codes and business outcomes (contact lists) for appropriate analysis Run script/ end data/ discard data Supervisors create elements of information that goes through an approval workflow. Agents, upon permission, may also enrich the knowledge base Editor is a wysiwyg HTML Categories archive and identify information Elements of information include: articles, templates, and quick text documents Elements of information have keywords and attachments A search engine and a browser functionality are provided for improving agent productivity Screen layout configuration Fully adjustable screen layouts: choose parts of the whole interface to display and choose screen areas for the displayed parts Toolbars may be hidden or not The agent tabbed session area allows for the configuration of additional tabs, such as to display agent key performance indicators, to embed third party controls or to display intranets Configuration of Altitude uagent is available for supervisors and for agents if they have permission

29 Product Description XML configuration file is available for distributing to all agent workstations At the same time that an activity, interaction or task, is delivered to an agent, Altitude uagent populates a panel with information about the activity and the customer associated to it. Therefore, before talking to the customer, the agent already knows relevant information, such as the name, service requested, past history, and so on. Altitude uagent Full contact data, interaction history and pending activities Altitude uagent supports multiple services and multiple campaigns, enabling supervisors to make the most of human resources as the same agent can work in several services and campaigns simultaneously. For Altitude vbox, the uagent application contains a SIP phone that eliminates the need for hardware phones or a 3 rd party soft phone. Main characteristics of the uagents SIP phone for vbox are: Dial, Answer, Extend, Retrieve, Play DTMF Volume Control, Mute g.711, GSM and g.729 codec; Echo cancelation Dual vbox HA configuration No need for extra hard / soft phone Single network for call & data Altitude Software. All rights reserved. P a g e 29

30 Altitude uci - Unified Customer Interaction

31 Product Description Altitude Dialer Placing and delivering calls to agents is of great importance for productivity, regulatory, and service issues. Maximize agent productivity Altitude Dialer combines these aspects to: Eliminates manual operations, avoiding the need for agents to manually dial numbers or search for the numbers Delivers only connected calls to agents, by placing enough calls to maximize agents time with the call Filters calls not connected to a live person, thus avoiding spending agents time in activities other than doing business Pops a suitable screen that includes all contact data, previous contact history, soft phone, and a script to guide the conversation for agents to successfully and quickly complete their activities Comply with outbound regulations Respects DNCLs (Do Not Call Lists) Defines the allowed time frame for calling Respects the nuisance ratios in each market Deliver superior service Attributes skill profiles to contacts to ensure that the most appropriate agent handles the contact Determines the best time and the best phone number to a successful call Provides the necessary information at the time of the call: contact data, previous contact history and script/ argument guidance Altitude Software. All rights reserved. P a g e 31

32 Altitude uci - Unified Customer Interaction Allows managers to quickly change the agent script argumentation according to the business needs The following chapters describe Altitude Dialer and other Altitude uci features that are closely related to it. Campaigns An outbound campaign, for which dialing is pivotal, is usually a temporary endeavor, designed and executed to achieve a business outcome and a performance level. Outbound campaigns have contact lists, business data including outcomes, modes of dialing, a group of agents with or without skills, and a script to guide agents through calls. Altitude uci campaigns may be outbound, inbound, and blended and may be grouped in services. The service works as an aggregator for tying up related campaign so real time and historical reporting can be obtained at each level of aggregation: campaign and service. Altitude Management Portal is the tool to manage and monitor campaigns and services. Skills Altitude uci allows the attribution of skills to inbound, outbound power and preview campaigns to ensure the most appropriate agent handles the call. Contacts have a set of attributes that are matched to agent skills at the time the contact is loaded. If there isn t a match, then the contact is not loaded. A common application of skills is the contact preferred language in a multilanguage campaign. Altitude Management Portal displays monitoring information for the skills, enabling team leaders and managers to view the skills being used and the skills required at the contact center. Contact lists Altitude uci supports campaigns with multiple contact lists and provides tools to easily load contacts. Contacts may be loaded in batches or one by one in the Altitude Management Portal. Lists of contacts may be loaded from external sources or may be created from existing contacts/customers. External lists are loaded into the system by defining a source format, such as CSV and XML, and lists from existing customers may be created and loaded by using filters. Attributes of contacts are user defined by service/ campaign since the data model that supports the contacts, in addition to pre-defined fields for contact management, such as personal, addresses, s and phones allows the definition of arbitrary

33 Product Description numeric, text or date-time fields that can be added to the contact and pre-loaded from the contact list file. Contact data, all or selected attributes, is screen popped to the agent either using the built-in interface of Altitude uagent or a script developed with Altitude Scripting Studio. Altitude uci publishes APIs that can be used to load contacts from 3rd party applications. A campaign may use simultaneously multiple contact lists. Contacts are automatically picked up from one or another based on a round robin strategy. Multiple contact lists for the same campaign enable the evaluation of the quality of the lists since monitoring and reporting is available for each list separately. Contact list indicators include the built-in contact list penetration and the custom business outcome. Contact list penetration displays information regarding the adherence of the list to the defined target, such as qualified or non-qualified contact outcomes. Custom business outcome displays information as defined for the service/ campaign, such as sold or not sold. Campaign managers can easily and quickly start or stop a specific contact list on Altitude Management Portal. These actions are also available for configuration based on a condition, such as percentage of successful calls. Contact list operations on Altitude Management Portal include: load, update, resubmit, and cancel contacts. Contact cancellation may be done in all stages of a contact except when it is being dialed. The dialing strategy is set up by service/ campaign and includes the dialing mode and the dialing rules. Dialing modes Altitude Dialer implements preview, power and predictive dialing. Preview dialing allows agents to get familiar with contact information prior to the actual call, which is triggered by the agent himself. Despite this, it is the dialer that delivers the contacts to agents automatically, taking into account the priority of the contact and the skills of the agent. Power dialing delivers contact information to agents at the same time it delivers the call and it reserves the agent s extension while trying to place calls. As with preview dialing, the dialer places calls according to the priority of the contact and the skills of the agent. Predictive dialing forecasts the number of calls needed to dial to keep agents at maximum occupation within nuisance constraints. Altitude Software. All rights reserved. P a g e 33

34 Altitude uci - Unified Customer Interaction Pacing modes may be changed on the fly by managers in the management portal. This feature is most suitable, for instance, to gather statistics in a power campaign before starting dialing in predictive. Predictive dialing Altitude s award winning predictive dialer optimizes the time of agents by reducing the idle times between calls while complying with the most demanding regulation and codes of practice. The predictive algorithm implemented in Altitude Dialer is very accurate, as it takes into account several statistics and constraints and is a self-learning real time algorithm. The algorithm used by Altitude Dialer is based on the probability of the agent being available at a certain time and on the probability of obtaining a successful call. It is then balanced by some constraints, namely nuisance calls and others originated by regulation and code of practice. Predictive dialing is most suitable for big universes of calls and agents, for call types which duration does not deviate much from the mean, and for simple calls of short duration. In these circumstances, a predictive dialing campaign in Altitude uci can achieve agent productivity of 50 minutes per hour and nuisance ratios of about 3%. Altitude Dialer allows nuisance call (calls connected without agents available to handle the calls) to be cut (disconnected) or to go into a retention queue. In the first case the call is disconnected and considered as nuisance, whereas in the second case the call is considered abandoned if the target disconnects the call while in queue, or nuisance if the call is disconnected by the dialer when reaching the retention time out. A message while in queue may be played. These characteristics are configured at the service/ campaign level including a maximum nuisance ratio. The predictive algorithm takes the agent script position (node) into consideration to estimate when the next call needs to be dialed. APIs are available so that 3rd party applications can also be used with high performance predictive dialing.to deliver good customer service and also to comply with regulations and codes of practice, Altitude Dialer allows changing the dialing mode automatically for individual contacts if a call was already cut. Through service/ campaign configuration, these contacts may change to power dialing ensuring that an agent will always be available to take the call. Call classification To achieve the highest predictive dialing performance, Altitude Dialer classifies calls that were not connected to live persons. Included in this classification are calls connected to answering machines, faxes, modems and voice mails, in complement to

35 Product Description busy and no answers. Call classification requires specialized hardware and is implemented in the Altitude Communications Server. Altitude Dialer integrates with selected telephony switch call classifiers as well and in this case uses the switch classification. Calls classified as answering machines or voice mail can be transferred to an autoattendant and a message can be played. Dialing rules Another aspect of the dialing strategy is dialing rules. Dialing rules define what phone number to use in what order and how many times, timeframes for calling and actions on failed call attempts. Dialing rules are defined for the whole contact center, for services, for campaigns, and ultimately for contacts. They are inherited from upper levels of definitions and thus all contacts from a campaign inherit its dialing rules unless a specific one is defined for the contact. Available configuration for rules includes: call number available in attribute a between moment 1 and moment 2 on working days call number available in attribute b between moment 3 and moment 4 on non-working days when calls fail, dialing rules allow the definition of actions to follow Contacts, in addition to dialing rules, may have attributes such as moment, agent and priority, which will also limit the dialing. Contact definition has higher precedence over other definitions. In the case that a scheduled call is not placed on time there are alerts that can be set up to alert managers to take action and dialing rules allow for the rescheduling of the contact. Dialing rules may adjust contact priority after a call to the contact has been unsuccessful to attribute a higher or lower priority. Rules respect contact time zones to ensure that contacts are never called at antisocial hours. Time zones are specified at the level of the contact center and at the contact level and the dialer calculates the right time to call based on this information and based on any dialing rule configured that affects the contact. If outbound calls fail to reach a contact, Altitude Dialer abandons or retries the call automatically, as defined by the dialing rule that applies. Altitude Software. All rights reserved. P a g e 35

36 Altitude uci - Unified Customer Interaction Finally, Altitude Dialer takes in consideration communication providers to choose lines to call from, according to the contact s phone number, to optimize costs. Monitoring and reporting Contact center managers may monitor real-time information about the service/ campaign regarding the call classification outcomes, contact classification outcomes, contact qualification outcomes, and business outcomes to make informed decisions. Business outcomes are user defined by service/ campaign. Other outcomes are fixed. Contact qualification and business outcomes are available to assess agent performance. Monitoring information is available for the whole contact center, for services/ campaigns contact lists and agents. Altitude uci allows the comparison between different time frames. Altitude uci allows drill-down for auditing purposes. Altitude Management Portal generates complete end-to-end reports. Managers may use the report templates already built-in or may define new reports according to the specific needs of each business. Altitude Management Portal custom built reports can be used as audit reports, allowing the contact center to easily build and reuse reports for future audits. Outbound using Altitude Voice Portal In conjunction with Altitude Voice Portal, Altitude Dialer can be used to drive fully automated outbound campaigns. These are mostly suited to handle confirmations and notifications. Contacts may also choose to be transferred to a live agent. Compliance Altitude Dialer supports several features designed to comply with outbound dialing regulation and codes of practice in some of the most demanding markets, including: UK - Telephony Preference Service required by OFCOM USA and Brazil - Do Not Call requirements including multiple do not call lists and on the fly opt out during calls with aglents USA - different dialing times for different states on a per contact basis The predictive dialing solution automatically adjusts dialing so that user defined maximum nuisance ratios are observed. The nuisance ratio is computed either daily (UK market) or monthly (North America market) Safe harbor message, user configurable per campaign, with different message for live contacts and answering machines

37 Product Description Opt-out capability during retention. Consumers that are targeted by a nuisance call are offered the opportunity to add themselves to a do not call list. Detailed record of nuisance calls (with played safe harbor message) for auditing purposes Support to call classification Do not call lists Altitude uci supports Do Not Call Lists (DNCL) per service/ campaign. Altitude Dialer automatically checks whether the contact phone belongs to a DNCL and if it does, the call is not placed. Highlights Highly sophisticated dialer, including predictive dialing Accurate call classification Agent skills available for preview and power dialing Compliance with regulation and codes of practice Contact list management and monitoring Real time monitoring of effectiveness and performance of campaigns Campaign changes on the fly Altitude Software. All rights reserved. P a g e 37

38 Altitude uci - Unified Customer Interaction Altitude Workflow Business process management is getting more and more important at the contact center. Processes have been ubiquitous since the origin of contact centers but they were and still are more focused on live interactions with customers. Indeed, in a typical customer service contact center there are very well defined processes for almost everything, since productivity and cost depend on this factor. What sometimes is missing is the management of all the processes in a holistic way and appropriate tools to manage them across all departments of the company. Moving the driving indicators from productivity and cost to service level and quality of the customer experience, is very much related to this issue. And there is no doubt that to achieve a superior customer experience the contact center has to have a complete, end-to-end process to solve and close all customer issues. This may imply the involvement of some departments of the company other than the contact center or customer operations. You can include people from outside the organization into your processes (for instance, outsourced services) and never lose track of process status. Altitude uci incorporates a workflow especially designed to implement and manage processes related to customer interactions. Altitude Workflow helps extend the contact center discipline to everybody in the organization, achieving an outstanding customer service. With Altitude Workflow customer issues are transformed into workflow cases that follow certain predefined rules (the business process) and guide the cooperation between agents in the contact center or employees in other departments of the organization. Altitude Workflow may be leveraged in a variety of situations, such as: Customer service to make sure that a case not qualified as a FCR (First Call Resolution) is solved and closed following the escalation and ticketing processes. Debt collection to define the recovery strategy and to follow all its stages, including pre-debt actions and interactions to be done outside of the organization. Electronic commerce to fulfill orders by performing the defined steps such as credit checking, stock checking, packaging and dispatching. Marketing campaign to clearly identify the targeted contacts and to correctly follow up on their responses.

39 Product Description With Altitude Workflow automation you get: Traceability of customer requests you will always know the status of every case of every customer. Service level up keeping solution time is computed and alarms are generated if target service levels are violated. Bottleneck detection You can easily detect inefficiencies at process level and eliminate them towards optimal performance. Quality of service You capture best practices into the process design so that every customer case is handled according to quality targets. Altitude Workflow provides a complete business process automation solution with tools that support the following: The Design stage that uses Altitude Unified Studio to define the schema, the process flow, the process logic, and the custom attributes of the process. The Integration is based on Altitude uci service-oriented architecture (SOA) and Web services. The Automation stage that uses automation, unified routing, priorities, and so on to deliver the tasks of the process. The Operations stage that uses Altitude Unified Desktop to run the process. The Management Portal stage that uses Altitude Management Portal to display real time and historic monitoring and reporting, giving contact center operations the ability to view all tasks of the process. Altitude Software. All rights reserved. P a g e 39

40 Altitude uci - Unified Customer Interaction Altitude Workflow is tightly embedded in the Altitude uci suite. Business processes are designed using Altitude Script Studio and agents handle workflow tasks using Altitude uagent, making both implementation and usage streamlined since developers and agents are already familiar with the tools. Moreover, monitoring and management are done in Altitude Monitoring Portal. Process definition is done graphically through a text interface. Altitude Studio Designing a process Altitude Workflow process definition supports: Manual tasks Automated tasks Interaction tasks Tasks that must be executed by a live person such as, form and documentation review, approvals, tickets, technical interventions on site, packaging. Tasks can be assigned to a specific agent or to campaigns. Skills and priorities are available for manual tasks. Manual tasks can be defined as push (automatically assigned to agents) or pull (the agent decides what task to handle and picks it up). Tasks that are fully automated and handled by the corresponding application such as checking and updating stock levels. Tasks that trigger an interaction such as call or .

41 Product Description Interaction tasks may be manual or automated. Call tasks can leverage from all characteristics of the dialer, such as dialing mode or assigning a specific agent. tasks can be fully automated (generated and sent automatically) or generated from a template that is then reviewed by the agent before sending. Conditional execution Parallel execution Sequences of tasks executed if a condition is met. If and case are available. Distinct sequences of tasks executed in parallel. User defined information Versioning Sub-processes Scripts Persistent (and custom) data attached to processes that follow cases until they are closed. Persistent data is available for tasks and can be reviewed/ edited on Altitude uagent and can be used for decision making that guide conditional execution. Persistent data may include attributes of type text, numerical, date-time and boolean, or documents. Multiple versions of a process can run at the same time. The system keeps track of what cases are running in which process version. Sub-processes can be launched originating new workflow processes. Tasks that need some form of escorting flow can be assigned a script that guides the user through the flow. Workflow processes can be launched from a script. Tasks may be delivered to users or placed in the queue and priorities and routing strategies apply exactly the same way as they do for other activities, such as call or . Agents may pick up pending tasks from the queue. Tasks contribute for the contact history. Altitude Software. All rights reserved. P a g e 41

42 Altitude uci - Unified Customer Interaction Altitude uagent Pick up a pending activity. Altitude workflow works with the knowledge base to generate and dispatch documents. Templates are stored in the knowledge base and documents may be generated by filling in the blanks. These may be sent automatically to the contact or may be reviewed by an agent beforehand. Likewise, documents received, electronically or digitized at the mail room, may be attached to tasks making them available for inspection. Altitude uci is a SOA (Service-Oriented Architecture) and Altitude Workflow, through scripting, may access the information systems within the organization, assuring that all task s relevant information is available when needed. It may also easily integrate with other workflow automation systems through Web Services, for example by defining a special task that hands over process control to a 3rd party workflow automation and resumes it when the 3rd party process finishes. Process managers control workflow processes using the Altitude Management Portal application. Managers can browse and search finished, running or suspended processes, inspect their data and take actions, such as raising priorities. Operational KPIs, such as service level, are automatically computed for each process and user defined KPIs can be defined and automatically computed by the system. A

43 Product Description suitable set of KPIs allows identifying optimization opportunities for workflow processes. Alarms and notifications can be setup on operational and user defined KPIs, automating the supervision process. A complete set of information regarding each process is logged thus allowing the implementation of continuous process improvement programs. The built-in operational and business KPIs can be drilled down using the historical reporting. Highlights Specially designed to seamlessly work with other contact center activities Leverages routing capabilities to distribute tasks among agents, including skills-based routing Same graphical design tool as for agent, IVR and routing scripts Completes the contact history, making it a universal repository of real customer data Allows the definition and handling of customer cases, including all steps of the different escalation lines Managing, monitoring and reporting available on Altitude Management Portal Altitude Software. All rights reserved. P a g e 43

44 Altitude uci - Unified Customer Interaction Altitude Management Portal Altitude Management Portal is a thin client application that provides command and control for contact center supervisors, project managers, quality and process managers. Combining thin client technology with very granular data access policies, it is easy to provide secure access even to managers outside the organization. For example, outsourcers can provide their sponsors (the actual owners of the campaigns/services) insight into their own operations. Altitude Management Portal is designed around two basic principles: Need to know. Every manager should have access to all the information required for its specific role or responsibility and only to that specific information. Zero navigation. Every manager should have all the information required for the role within a few clicks. Altitude Management Portal unified management and configuration of the contact center Altitude Management Portal provides access to three major types of information: Management Information including o Overall system configuration.

45 Product Description o o Campaign/Service configuration including operational parameters like pacing modes and dial rules. Campaign/Service customer data including interactions recordings. Online monitoring Information o Thousands of out-of-the-box operational indicators shown in tabular, numeric and graphical ways including: Historical reporting o Agent performance information like average speed of answer or average interaction type. Campaign (outbound) performance indicators like nuisance levels, success rates, list penetration and network behavior. Service (inbound) performance indicators like service levels or skill demand graphs User defined KPIs that can be used for instance to compute in real time what is the revenue or net profit of a telemarketing campaign/debt collection. Historical evolution of built-in and user defined business or operational indicators. Real time indicators are computed out-of-the-box aggregated by site, service, campaign, agent and media (these are called the pre-defined analysis dimensions). The aggregation is done in a smart way (so that for instance offered calls are correctly computed per agent and per campaign). Business indicators can be aggregated by user defined business dimensions, for instance per region, gender, or income group. Every user of Altitude Management Portal gets a role definition. The specific role is based on pre-defined roles that define default properties. The role definition will allow the configuration of two important set of properties: Access/Execution levels over specific system entities like services/campaigns, users, or telephony resources assuring that each role only gets access to the information strictly needed for the specific job. For instance, you can define that only specific campaign managers can see their own campaigns and change the campaign operational parameters. Home pages that are used to customize what information is displayed to each role. Home pages group management information implementing the zero navigation principle. Home pages are defined according to the role of each user and complemented by specific home pages that can be defined by the user. Altitude Software. All rights reserved. P a g e 45

46 Altitude uci - Unified Customer Interaction Every manager can define its own set of alarms and notifications over indicators to be able to detect issues early or before they happen, and act to fix them. When a certain condition (user defined) is met, a log entry is automatically registered by the application and an or SMS sent to the manager(s) that define the alarm. Historical reports allow extrapolation of trends from historical data, providing the opportunity to identify performance bottlenecks for optimization. Altitude uci solution has a predefined set of historical reports.. This set of reports can be customized or increased by the business analysts according to specific business needs. Every real time predefined or user defined indicator can be used on historical reporting. Reports from different data sources can be combined to generate other reports. Report data can be viewed in raw format (columnar output with aggregation by selected analysis dimensions) directly on the Management Portal application. Report data can be exported to Web services for further processing or to Excel files. Excel templates can be defined to further process or format raw report data. Reports can be scheduled for regular generation or requested on demand.

47 Product Description Altitude Unified Routing The Altitude uci suite offers a routing module, Altitude Unified Routing, that features a truly blended interaction distribution, universal queue, handling priorities, skills-based routing, intelligent database routing, and multisite virtual routing. Altitude Management Portal - define a priority to each media according to the required speed of delivery Altitude Unified Routing is an optional module for custom, business based interaction distribution. Default distribution for each media follows: Calls are distributed based on the DNIS and the longest idle agent Chats are distributed according to an identifier in the chat control that is matched to an identifier defined at the campaign level s are distributed according to addresses they are sent to Facebook posts are distributed based on the originating page Twits are distributed according to the account tagged Priorities are defined per media type and are taken into consideration by the router. Workflow tasks are always distributed using Altitude Unified Routing and therefore sophisticated routing, such as skills-based and script-based are available. For real time interactions, such as calls and chats, there is also the possibility of defining a campaign for overflow purposes if the campaign does not have agents ready or if the number of interactions in queue has reached the limit. Altitude can filter bounced, duplicate, or failed s and can also discard or overflow s to a campaign or address. Altitude Unified Routing can route all interactions. However, to route only calls the contact center can a switch ACD, certified to interoperate with Altitude uci. Altitude Software. All rights reserved. P a g e 47

48 Altitude uci - Unified Customer Interaction Altitude Unified Routing is natively integrated with Altitude Management Portal, enabling online monitoring and historical reporting. Altitude Unified Routing provides a unified delivery and intelligent routing of all media interactions and workflow tasks. A unified queue is used by the router to distribute activities, interactions, and tasks among agents. Altitude Unified Router is delivered with Altitude IVR to complement call handling and allow voice related functionality, such as playing messages. Main characteristics of Altitude Unified Router include: Scripting Routing scripts are developed with Altitude Scripting Studio, the same tool and the same language to design agent scripts, to allow for a routing strategy as sophisticated as desired, such as distributing an interaction to the last agent that handled the customer. Database lookup Priority The origin and especially the contact of the interaction may be used to take decisions, namely through database lookups. This allows the implementation of distribution policies, such as the last agent contacting the customer, the customer s account manager, or the expert agent according to customer s products. Skills-based routing Priorities are defined for media types and the router uses them to influence distribution Outbound contacts may have assigned priorities Queue updates are available, namely with handicaps to increase queue time. Available for activity distribution. An activity can be defined with a required skill set and the router matches it with the skill profile of an available agent. Skill sets may be defined at the contact level or may be built at the time of queuing based on some rules at the time the activity is handled Skills are defined as a skill and a proficiency level and skill profiles are set of skills Skills are available for all activities including outbound interactions Skills are monitored on Altitude Management Portal and managers may take immediate or planning actions

49 Product Description Workload/ service level of the campaign and contact center Sensing the dynamic state of the campaign and the contact center, such as the number of activities waiting in the queue, the state and skills of the agents, and the average waiting time of the activities enables the router to take decisions and/ or to provide feedback to customers Common indicators are queue lengths and service levels but in fact all indicators defined at Altitude Management Portal are available for query. This capability allows the distribution of activities to other campaigns or to IVR services when service levels and queue lengths are being jeopardized. Helps to ensure legislation compliance, informing customers in the queue about waiting times and allowing customers to leave a message, be called back or continue waiting. Interactive features The routing script can use self-service interaction tools, such as music on hold, recorded voice prompts, ASR (automatic speech recognition), TTS (text to speech), DTMF (dual tone multiple frequency), natural language, to interact with the customer while in the queue. Functionality easily supported includes: Call me later request while in the queue Compute and play call expected waiting time while in the queue PIN (personal identification number) based identification of customers The following drawing is an illustration of a real life routing script Altitude Voice Portal Altitude Voice Portal is the Altitude uci solution for voice self-service in the contact center. Altitude Software. All rights reserved. P a g e 49

50 Altitude uci - Unified Customer Interaction Automated call handling reduces load on the contact center and offers 24x7x365 service to customers, increasing contact center profitability and quality of service. This module includes intelligent machine to human interaction based on Automatic Speech Recognition (ASR) and Text To Speech (TTS), but also full IVR applications implemented with touch tones. It can be IP and TDM based, and includes also outbound dialing capabilities. ASR and TTS functionality is achieved with Altitude Connectors to leading providers Nuance and Loquendo. Self-service applications are built using Altitude Scripting Language or Voice XML. Applications built with Altitude Scripting Language can leverage interaction routing and agent desktops. Altitude Script Developer supports developing and testing Altitude Voice Portal applications, including simulation of user input/output and graphical edition of application flow. Altitude Voice Portal is fully integrated with the rest of the Altitude uci suite for management, online monitoring and historical reporting including trigger call backs and send s/fax/sms. Altitude Voice Portal functionality can run over IP allowing an optimal distribution of resources and hosted setups, or deployed directly to ISDN trunks or behind a switch (CTI based, trunks based or IP based). The IP based is very important in highly distributed contact centers where a single, high capacity IVR can serve a large number of contact centers, each with a small number of agents. Outbound IVR functionality (in conjunction with Altitude Dialer) allows certain types of campaigns to be fully automatic without human intervention. For example, when the type of question can be answered successfully by an answering machine. Altitude Voice Portal also supports integration with 3rd party IVR systems for an open architecture.

51 Product Description Altitude Recorder Altitude Recorder is a cost effective solution for transaction management at the contact center. Altitude Recorder records calls and screens for later retrieval. The recordings can be used for compliance regulation purposes, as proof of commitment between the contact center and its customers, or as a quality management instrument to identify agent training needs and promote best practices. Altitude Recorder records voice and screens. Recordings are stored in a centralized database for later retrieval. Altitude Recorder supports search by business data, like customer name, customer phone number or date/time. Recordings can be exported in batches. This is a very useful feature for outsourcers that need to deliver interaction recordings to their campaign sponsors. The thin client Management Portal application can be provided to campaign sponsors for remote access to recordings, with the correct data access levels set. Recordings can be started either by policy (record all agent or record all campaign calls and screens), by direct command on the agent desktop interface or by commands on Altitude Scripting Language. This option allows complex business rule driven recording policies. Altitude Recorder can be deployed with Altitude vbox or with 3rd party switches using extension tapping with the specific Altitude Recorder Adapter boxes. These boxes can be either internal to the agent workstations or external directly connected to the agent phones. Project based integrations with other, third party, Quality Monitoring products can be achieved through Altitude APIs. Altitude Management Portal: unified management and monitoring of the contact center Altitude Software. All rights reserved. P a g e 51

52 Altitude uci - Unified Customer Interaction Altitude Scripting Studio Altitude Scripting Studio tools allow contact center operators to implement and maintain all the required business logic for the interaction life cycle, independently of platform, organization and geographical disposition. Investment in implementation of the business logic is platform and organization agnostic, giving contact center managers the freedom to make the best and most cost effective choices in terms of technology or people placement. Altitude Studio Designing an agent script Altitude Scripting Language is designed specifically for the contact center environment and has high level constructions for handling the interaction life cycle including self-service, interaction routing, telemarketing scripts, and multimedia agent desktop applications. The high level of ASL allows very fast development of applications specific for the contact center, regardless of media. Altitude Scripting Studio allows graphical definition of script flows and test running (debugging) of ASL based applications. Altitude Scripting Language can easily reuse transactions written in other programming environments like C/C++, C# or Visual Basic. ASL can call functions/procedures from Windows DLLs or Web Services.

53 Product Description Altitude Script Developer is targeted at more skilled programmers with features that speed application development like structured syntax aware edition, name automatic completion, full application flow graphical edition and user interface WYSIWYG editor. ASL also has a textual syntax that can be edited with any text editor. Altitude Script Developer is tightly integrated with the campaign/service go to market cycle. Both development tools can export campaign/service data definitions to the core of the suite. Scripts are versioned and stored centrally for easy management of agent working environments. Altitude Software. All rights reserved. P a g e 53

54 Altitude uci - Unified Customer Interaction Altitude Connectors Altitude Connectors offer full CTI and multimedia enablement for CRM applications and are unique, asthey offer both inbound and outbound integration. Altitude uci includes out-of-the-box connectors for: Leading CRM applications: MySAP CRM, Siebel, Salesforce and Microsoft Dynamics CRM. Quality monitoring: Nice and Verint Workforce Management: Teleopti. For other CRM applications, where out-of-the-box connectors are not available, project based connectors can easily be developed using Web Services with Altitude Integration Server and other APIs based on C/C++, and Java.

55 Product Description Altitude vbox Altitude vbox is a switch, based on open source asterisk IP PBX, but adapted to specific contact center needs. Altitude vbox connects directly to the public network, VoIP providers (via SIP trunking) or 3 rd party IP or VoIP switches. Altitude vbox runs on off-the-shelf servers (like Dell and HP) and uses inexpensive PSTN interface boards and IP phones, providing a full switch solution at zero software purchase cost and only small maintenance fee with cost effective hardware investment. Altitude vbox includes an easy browser based GUI that enables IT people to manage all the switch functionality without the need for Altitude Software intervention. Altitude vbox connects directly to TDM networks, SIP operators, 3 rd party SIP equipment (like gateways and SBCs) and 3 rd party switches (both TDM or SIP based). Altitude vbox provides most functionality required for high quality voice call handling by agents including: Automated screen pop with contact data Integration with built-in soft phone on uagent (agent desktop application). Support for multiple codecs Support for selected hard and soft phones Auto answer (on embedded SIP phone and on selected 3 rd party hard/soft phones) Call transfers with attached data Multi-party conference Class of restriction on manual calls (calls that are started by the agents) Detailed call records for the right sizing of the contact center and billing conference purposes. Altitude vbox can be used either to deploy green field contact centers or to expand contact centers that are built on top of 3 rd party switches that are costly to upgrade or expand. Altitude vbox supports least cost routing for scenarios where different providers have different prices depending on who you want to contact. Altitude vbox provides support for contact center cloud deployments including separation of dial plans. Altitude Software. All rights reserved. P a g e 55

56 Altitude uci - Unified Customer Interaction Altitude vbox supports easy integration with SkypeConnect allowing a very cost effective Global Toll-free Number. Altitude vbox scales up from small deployments (a few lines for small numbers of agents) to thousands of lines/agents in a full clustered architecture, providing a very high degree of overall system availability.

57 Product Description Services Altitude Software aims to leverage its experience assisting customers with all their contact center related needs, ensuring that the right technology, processes and people are in place. Altitude Software delivers services to support both customers and partners, during and after the implementation of projects. The main Altitude Software Services are Global Professional Services, Training and Technical Support. Global Professional Services offer specialized consulting on contact center related projects, installation and customization/inte gration of Altitude uci. Altitude Software also has a network of certified partners that can perform these services, so in many cases AS GPS perform as a second line to the partners in projects. The implementation cycle requires consultants with different profiles and skills and those are offered in the Altitude Professional Services namely Project Manager, Business Analyst, Consultant Engineer and Trainer. Altitude Technical Support provides after sales support to Altitude Software installed base on a 365x24x7 basis around the globe, with a dedicated team of very knowledgeable and experienced technicians. Altitude Software takes very seriously the responsibility to support customers and provides various Customer Assistance services: Altitude Meeting Point- support line to all customers with maintenance contract through live telephone + + web support, with ticketing and SLAs. Altitude Premier Support includes a set of proactive maintenance, like remote health-check and change management performed periodically in the systems and applications. It also delivers technical reports. Altitude Software. All rights reserved. P a g e 57

58 Altitude uci - Unified Customer Interaction Technical Account Manager (TAM)- will build persistent relationships with customers, understand their goals, and ensure that those goals are met. Customer Ticket Status 24x7 web based system for customers to check states and monitor progress of their reported tickets, as the experts in support move from diagnosis to resolution. Partner Ticket Status 24x7 web based system for Partners to check states and monitor progress of their customer s reported tickets. Altitude Remote Hands On optional remote assistance performed by Altitude Software experts into the customer system, if provided with authorization and remote access, for faster issue resolution. Altitude Upgrade Manager automated online mechanism to upgrade customer installations to the appropriate level, based on customer profile of products deployed. Altitude Let Us Know customer satisfaction metrics. ISO 9001:2000 Certification

59 Product Description Partnerships Altitude Software partners with a broad range of high rank companies like infrastructure technology providers, business application providers, integration/consulting services providers and hosting/saas providers. Altitude Software has had partnerships with these vendors for many years, based on a synergistic effect of selling more jointly: Alcatel-Lucent Avaya DevConnect Cisco Development Network Digium Premier Solutions Partner IBM Advanced Business Partner Microsoft Gold Partner Oracle Partner Network Siemens For more information on distribution partners, resellers, and VARs visit: Altitude Software. All rights reserved. P a g e 59